error: script execution timed out after 30 seconds. status: internal_server_error. endpoint: /api/v2/architect/flows. environment: genesys cloud eu-west-1. timezone: europe/paris.
the performance dashboard for queue ‘support-fr’ shows a significant drop in agent handle time metrics during the last business day. upon reviewing the conversation detail views, it appears that the ‘initial-greeting’ script block within the primary architect flow is failing to render or execute correctly for approximately 15% of interactions. the flow logic routes to this script block immediately after the bot intent match.
we have verified that the script uuids referenced in the architect flow are valid and active. the scripts themselves are simple text blocks with no dynamic variables. however, the dashboard indicates that agents are waiting for the script to load, causing a delay in the conversation start time. this delay is skewing the ‘talk time’ and ‘wrap up time’ metrics, making the queue performance look artificially poor.
is there a known issue with script block latency in the europe/paris region? we have tried clearing the architect cache and redeploying the flow, but the issue persists. the error log does not provide much detail beyond the generic timeout message. we need to understand if this is a configuration error in the flow or a platform-side performance issue affecting script rendering.
the business impact is significant as our service level agreements are based on these queue metrics. any insight into how to troubleshoot script block execution timeouts or alternative ways to validate script loading times within the architect interface would be appreciated. we are unable to reproduce this issue consistently in the test environment, which suggests it may be load-dependent or region-specific.
You need to isolate the script execution from the main flow path to prevent metric skewing. When a script block times out, it often blocks the conversation state, causing handle time to inflate or drop depending on how the platform registers the idle period.
{
"name": "initial-greeting",
"type": "script",
"timeout_ms": 5000,
"fallback": "default_welcome",
"record_metadata": true
}
The configuration above sets a strict 5-second timeout with a fallback. This ensures the conversation continues even if the script fails. For legal discovery purposes, ensure that the record_metadata flag is active. This preserves the chain of custody for any partial execution data. If the script is complex, consider moving the logic to an external API call within the flow instead of inline scripting. The Recording API v2 will capture the event regardless, but the metadata structure remains cleaner for bulk export jobs. Check the audit trail for the specific timeout events to correlate with the metric drop in the dashboard.
Check your timeout_ms setting in the script block configuration. The suggestion above to isolate the script is solid, but the real culprit is often the default timeout being too aggressive for complex logic. In Zendesk, macros executed synchronously without these strict millisecond limits, so migrating teams often overlook this.
For Genesys Cloud, if the script involves API calls or complex variable manipulation, 5000ms might be cutting it close. Try increasing it to 10000 or 15000 to see if the timeout persists.
{
"name": "initial-greeting",
"type": "script",
"timeout_ms": 10000,
"fallback": "default_welcome",
"record_metadata": true
}
Also, ensure the script is fully published. Drafts don’t execute, which can cause silent failures that skew metrics similarly to timeouts. This was a huge adjustment coming from Zendesk where drafts were often live for testing. Adjusting the timeout usually resolves the handle time drop immediately.
I normally fix this by wrapping the logic in a terraform module to enforce strict timeouts. here is the config.
resource "genesyscloud_flow" "main" {
timeout_seconds = 60
}
works every time in eu-west-1.